topic Re: Compensation in My Account/Billing

Compensation

Jmcdowall — Mon, 05 Jan 2026 12:35:30 GMT

Hi how do i claim compensation for broadband being down from 04th October till 24th November when first reported was told it would be automatically paid

Re: Compensation

DJMcKenzie87 — Tue, 06 Jan 2026 13:14:21 GMT

Regarding outages in your local area, broadband service is beyond your control and Plusnet's control, as Openreach manages the primary network infrastructure.

Should your line experience a fault that is subsequently rectified by Plusnet and Openreach, you will automatically receive a refund for the affected days. Plusnet will notify you within 30 days regarding the credited amount to your Plusnet account.

Re: Compensation

Terranova667 — Tue, 13 Jan 2026 07:56:10 GMT

Automatic compensation for area outages doesn't get done automatically despite what the Plusnet FAQ might say, i had this issue when in September I had a week-long outage and compensation wasn't being applied, turns out it has to be manually applied then you get an email within 30 days stating your entitled to compensation.

I would give Plusnet a call and ask them to add it for you, or see if one of the Staff here pick it up and pass on to be done.

Re: Compensation

Baldrick1 — Tue, 13 Jan 2026 09:05:53 GMT

I have no idea if it's relevant, but the key to triggering automatic compensation is that individual customers must report the problem as soon as they are aware that their service is down. By using the mobile bot you have evidence that it was reported. Knowing that there is an area problem, so not bothering to report it is going to cause issues, as is the possibility that by ringing in you speak to a CSA who doecn't log your call correctly.

Re: Compensation

Jmcdowall — Tue, 13 Jan 2026 17:08:30 GMT

Cheers had done this and spoke to an advisor who in turn sorted everything out with compensation

Re: Compensation

Townman — Tue, 27 Jan 2026 12:34:56 GMT

Two “takeaways” here…

For automatic compensation to be a consideration the issue MUST be reported even if there’s a wide spread incident
For widespread incidents, BTOR do not raise individual circuit resolution notices so there’s no means of triggering the automatic compensation payment - it requires manual processing consequent to a call to support